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As mentioned in our previous blog, ClassJuggler’s Customer Communications Tracker will create all of the tracking records for communication activities that are auto-generated. But for all other communications, like incoming or outgoing phone calls, external emails, packages sent/received, and others, you can optionally add your own tracker records – useful for connecting front-desk activities with your customer records in ClassJuggler.

Once you are in the Customer Communications Tracker, just click the “Add New Communication Entry” button, which takes you to a blank form screen where you can select the type of item you want to track, and then enter details of that customer communication:

Figure 1- Adding a new customer communication tracker record

With each new record you add, ClassJuggler sets the date and time for you. But if you are noting a customer call or discussion from an earlier time, simply change the date or time of the tracker entry to when the communication activity actually occurred.

Enter our Communications Tracker Contest

If you use the communications tracker by Apr. 20, 2016, we want to hear how this new tool has helped your business. To thank you for your feedback, we are giving three lucky entrants a chance to win a $50 Target® gift card. Read how to enter the contest here.

The ClassJuggler Customer Communications Tracker screen allows your school’s assigned administrators to view, create, and manage customer communications for all activities related to a customer either generated in ClassJuggler or elsewhere.

Much like expensive customer CRM (customer relationship management) software solutions, the included ClassJuggler customer communications tracker helps you see all of the touch points for each of your customers.

How the Customer Communications Tracker helps you run your business:

Tracking all communication with your customers can be important during a dispute. For example: “Hey, I never got an an account statement (or late payment notice, or other reminder) from your school!”

The communication tracker is especially helpful when you have several administrative users. For example, a front desk administrator may have a conversation on the phone with a client who asks about a certain class, and then creates an entry on that customer’s account with all of the information from that call. This could help you, the owner, or an instructor, if you need to know if an important topic was discussed with a customer.

Types of Tracking Records

There are a 31 total types of communications the tool tracks for each customer (and retains for 2 years from the date of entry). 23 of these are generated automatically when you perform various actions, like:

Customer Self-Service Center thank you email sent to a customer that self-registers

Customer Self-Service Center online order item completed by an administrator

Customer Self-Service Center online order item added to a wait list by an administrator

Invoice email sent to all customers from a selected invoice billing cycle

Invoice email sent to an individual customer from a selected invoice

Account statement sent to all customers from the billing cycle tool

Account statement sent to an individual customer from their transactions screen

Payment receipt sent to customers with successful payments after running a batch payment billing cycle

Customer class enrollment confirmation statement

Mass email sent to customers

There are also 8 types of communications you can manually log for customers,things like:

Incoming or outgoing phone calls

Emails sent or received outside of ClassJuggler

Accessing the Customer Communication Tracker

When logged into ClassJuggler, within the Customer section, you’ll see the Customer Communication Tracker in your left navigation when you are looking at an individual customer’s screen:

The Customer Communication Tracker Screen

The main Communication Tracker screen allows you to see all communication activity for a specific customer and the exact time they were created. You can also filter the list by type of communication or by status. Here’s an example:

Figure 1 – viewing communication activity for a customer

Enter our Communications Tracker Contest!

If you get a chance to use the communications tracker by Apr. 20, 2016, we want to hear how this new tool has helped your business. And as a thank you for your feedback, we are giving three lucky entrants a chance to win a $50 Target® gift card. Read about the contest here.

As always, ClassJuggler upgrades are no charge and no sweat — as soon as you log in to your ClassJuggler account, you’ll instantly see and receive the benefit of Version 6.6.0, launched this month. It includes valuable new features, enhancements, and bug fixes – a total of 60 updates!